4 Messages
Wasted 2.5+ hours chatting w Xfinity tonight, they attempted to scam me and I am very annoyed, ready to switch carriers
My wifi connection has been very spotty all day - dropping connection every 10 min or so. I went on the chat to get help at about 9-9:30 PM tonight. Partway through helping me the guy switched from working on the connection problem to trying to "give" me an Apple watch, get me to upgrade service (which would mean $110 fee if I canceled in the next year) etc. I finally told him to just fix the problem, forget the watch with its hidden fees and keep my service plan as is so I'm not stuck w xfinity for another year. He suddenly dropped off the chat and a series of about another 2-3 guys signed on and then disappeared. Finally the last guy completed the job but not without a last-ditch effort to sell that "free" Apple watch again. What a joke! It is now after midnight, 2.5-3 hours after I started this fiasco. I am literally wondering if my wifi connection problems were created on purpose by xfinity to get me reeled in to make these upgrades and sales. In any case I am extremely annoyed that I spent so much time dealing with these guys tonight to accomplish so little. At least the connection isn't dropping any more. But really? 2.5-3 hours to accomplish that? I think I am going to switch to another company's fiber. This was a very unpleasant experience xfinity. Please do better - you have competition.
XfinityRaul
Official Employee
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1.9K Messages
1 month ago
Hello, @user_wekuzb. I appreciate you making us aware of your intermittent internet connection issues via Forums. You're definitely in the right place to find a solution to this internet service problem you're experiencing. Have you by any chance tried to use the Xfinity app to reset your modem? How about a power cycle, have you tried that?
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user_1e5716
Visitor
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2 Messages
26 days ago
This is what happens when an unsuspecting customer falls for Comcast's "Free Apple Watch" scam.
After accepting the offer, you notice unexpected Apple Watch charges on your monthly bill—charges you never approved or were even aware of. Confused, you schedule an in-person appointment at the Xfinity Store to return the unopened watch. There, the representative tells you that the 14-day return window has passed and asks if you’ve read your contract. You respond by explaining that you never received a contract, and the Apple Watch charges didn’t appear until almost a month later, meaning the 14-day window shouldn’t apply.
The representative informs you that the store cannot process the return and gives you a customer service number, advising you to ask for “Retention Services.”
When you call the number, Xfinity doesn’t acknowledge the existence of "Retention Services." Instead, they ask you to repeat the entire situation, including dates, times, and messages. The representative again insists the Apple Watch cannot be returned due to the 14-day window. They claim the original representative would not have sold it without properly reviewing and getting approval for the additional charges. You explain that the only explanation given was that the Apple Watch was “free.”
The representative puts you on hold, then returns to offer a solution: pay a $35 return fee and send the Apple Watch via FedEx. When you agree and ask for shipping details, the representative claims FedEx already has the return label and abruptly hangs up.
At FedEx, they are unable to generate a return label and tell you to contact Comcast and ask for a supervisor. So, you call Xfinity customer service again, specifically requesting a supervisor. The representative agrees and informs you that there’s a 30-minute wait. They also note your previous attempts to return the Apple Watch. After explaining the situation once more, the representative sympathizes, acknowledging that the additional charges should have been reviewed and approved by you.
When you ask how a simple call to lower your bill ended up with hidden fees, the representative assures you it’s not a scam, though some Xfinity representatives are commission-based. While you wait for the supervisor, the representative provides you with a "Return Processing Center" address—Dockdoor #1, 7806 Eastgate Blvd., Mount Juliet, TN 37122—and a reference number starting with "1zac654." They tell you to take it and the unopened watch to FedEx.
The representative then places you on hold again to "consult," when they return, they claim the supervisor had an urgent issue but will call you within two hours. Of course, the supervisor never calls.
When you go to FedEx with the return number and address, they recognize it as a UPS “tracking number” and direct you to UPS. At UPS, they tell you all Comcast returns must come with a QR code or shipping label generated by Comcast. Both shipping representatives express frustration with Comcast’s scam and the hassle it causes their shipping customers.
Before seeking other remedies, I’ll call Comcast again. The saga continues...
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